ComplaintsforLamps Plus, Inc.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Bait & Switch tactics complaint. On 12/25/21, I placed in online order with Lamps Plus via their website, Order **********************, and ordered ALL IN STOCK ITEMS. They immediately took the full order amount from my bank account. As of today, 1/21/22, I have not received THREE of the products I ordered. I have received no less than 30 emails with "projected shipping dates". I have mainly been in contact with *****. a supposed Customer Srv Resolution Mgr, who keeps claiming to be in contact with the "vendor" and keeps telling me that "they will ship on X date". Those dates all come and go and nothing happens. They have my money, I want my products. At this point, it is theft. I do NOT want to cancel. I want the products ACTUALLY shipped to me, in excellent condition. Further, on 1/9/22 they promised me a "$45 credit for my troubles", which has also never materialized and frankly, is wholly insufficient on an $**** order!

  

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/31) */ Hello ********, I am very sorry to hear that some of the items on your order are experiencing delays in shipping out. Your satisfaction is our top priority and we promise to do all that we can to make sure all types of matters are resolved. Rest assured we are more than happy to assist you. As we have been in contact regarding your order, I had stated that there was an issue within the vendors system that we were working to get corrected. I had informed you of this in my email on 1/13. As the vendor was closed during the weekend the request to get your order corrected to ship out was addressed the following business day, 1/17. I had reached out to you to state the ship date was to be 1/20, and the order did ship as promised and arrived 1/21, per the ***** tracking that I provided to you. You reached out to me on 1/26 to inform me that all 3 units had officially arrived to you. Regarding the $45 discount that was applied on your order I do see that it was submitted in our system on 1/9 and I see the discount on the order. I have reached out to our internal processing team to ensure that the refund of $45 has gone through to your account. I will be contacting you shortly regarding that refund amount. We do apologize for any inconvenience this has caused and should you have any further questions, please feel free to contact us, we are happy to assist. Consumer Response /* (2000, 7, 2022/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 6 ceiling fans online from Lamps Plus. I was never told when they were coming. I decided I wanted to cancel the 2 orders. Now they are refusing to work with me and cancel the orders or give me a refund. They have done nothing to work with me. Don't customers deserve a refund or to cancel an order. They are acting like the customer has no rights.

  

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/10) */ Hello ***, Thank you for your comments. I am sorry to hear that your order is experiencing some shipping delays. Your satisfaction is our top priority and rest assured we do work diligently to make sure all of our customers are assisted with their orders. Due to shipping container shortages and transit delays during this time, some of our vendors are experiencing longer than normal shipping delays and restocks. For this vendor they do seem to be having some shipping and restock delays; we do apologize. Also, due to holiday closures some vendors are slightly backed up in meeting cancelation requests and they were taking slightly longer to complete than normal. After reviewing your order I do see that our team was able to work diligently with the vendor to cancel both of the order for the 6 total fans. Now that the orders are canceled, please allow 3-7 business days for any pending authorizations to fall off your account. We do apologize for any inconvenience and thank you for your patience while we worked with the vendor to meet your request. Consumer Response /* (3000, 7, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I canceled the order and I am awaiting my refund. Business Response /* (4000, 9, 2022/01/19) */ Hello ***, I was able to re-review the order and I do see that it has all been canceled. As the order never shipped out, the money was never pulled or charged on our account, only a pending authorization was created. This pending authorization would have turned into the actual charge had the fans all shipped out. Now that the orders have both been canceled, the pending authorizations on the orders should be falling off your account. We do apologize for any inconvenience and should you have any further questions, please feel free to contact us, we are happy to assist. Consumer Response /* (2000, 11, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issue is resolved.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Description of Complaint: I ordered two chairs from Lamp Plus. They used ***** as their delivery service. I was supposed to receive two chairs.****** claims they delivered one on 11/17/2021 and 1 on 11/19/2021. I did not receive the one on 11/17/21. When I called lamps plus they informed me that****** conducted an investigation and provided the attached proof that it was delivered. The attached proof does not even have the full address. It only has the city and state. Lamps plus accepted this as enough evidence and would not provide the merchandise that I already paid for. ****** should provide GPS proof that they went to my house on 11/17/2021.

  

  Business response

  01/06/2022

  Business Response /* (1000, 5, 2022/01/05) */ Hello ****, Thank you for your comments. I am sorry to hear that your full order did not arrive. Your satisfaction is our top priority and rest assured we are more than happy to assist you in resolving your order. This is not a common occurrence, however due to higher than normal volumes of items being shipped, issues that this may arise. After reviewing your order I do see that 11/22/21 we submitted the claim with ***** to investigate what happened in regards to your order. With the policy set in place by *****, we must wait until the investigation is complete before moving forward with further actions on the order. I do see that ***** denied the claim on your orders investigation however, as a courtesy on your order we have issues a replacement order to have a replacement chair sent to you in place of the one that did not arrive. A replacement part order has been issued under reference number ********** and once shipped, a tracking confirmation will be emailed to you. We do apologize for any inconvenience and should you have any further questions, please feel free to contact us any time, we are happy to assist. Consumer Response /* (2000, 7, 2022/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. The chairs are awesome. It's nice to know that the customer service behind the product is reasonable and just. Thank you

• Initial Complaint

  12/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 11, 2021 I placed an order for a sofa for $******** over the phone with ***. My confirmation email stated the sofa would be delivered by December 15th. and I would receive a call to schedule delivery. Dec 15th came and no one called. I called Lamps Plus and was told that the sofa was not going to be delivered to me on december 15th and instead will be delivered on december 20th. On December 20th I call to find out when the sofa would be delivered and the shipping company said they'd call me back with an update. Never got a call. So i call again only for them to tell me that they only deliver in my area once a week on Wednesdays and they will come on Wednesday, December 22nd between 1p-5pm. On December 22nd between 1pm - 5pm the sofa never showed up and was not delivered. I called and they told me that the driver was in traffic and would call when he was on his way. I advise them that my building does not allow sofa deliveries on the freight elevator after 5pm. The sofa was not delivered and I requested a full refund. I was told by *** the refund would be processed today (December 23rd) and he would call me when it was completed by end of business today. *** never called. I called and they said he left for the day and they couldn't help me with getting a refund.

  

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2022/01/04) */ Hello *******, Thank you for your comments. I am very sorry to hear that your order was experiencing delays in the delivery. Your satisfaction is our top priority and rest assured we do work diligently to make sure all of our customers are assisted with their orders. After reviewing your order, I do see that for the delivery of your item, the carrier was suffering from some traffic and delivery delays which led to your order not being able to be delivered on the set appointment date. We do have it noted from the carrier that they did contact you regarding the delay and the offer to deliver later that evening if possible or the following day. Due to this issue I do see that the delivery of the item was refused and it was shipped back to our warehouse. Due to the holidays, it did cause a slight delay in confirming the refund on your order as our offices were closed; we do apologize. After reviewing I do see that the refund for your order was sent back to your account on 12/28. We do truly apologize for any inconvenience this has caused and should you have any further questions, please feel free to contact us any time, we are happy to assist.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a large amount of fans and lights for my new construction home. I received all by 3 fans. They were said to have shipped in October but no tracking information is available and I never received these fans. I have paid for these fans $****** I have tried contacting the business several times and they give no resolution.

  

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/12/17) */ Hello ******, Thank you for your feedback. I am very sorry to hear that your fans have not arrived to you. Your satisfaction is our top priority and rest assured we are more than happy to assist you resolve this matter. I was able to contact the vendor and FedEx to receive the update on your order. Due to shipping container shortages and transit delays during this time, some of our vendors are experiencing longer than normal shipping delays and restocks Along with the delays vendors are facing it does appear that FedEx and other carriers are also experiencing higher than usual shipment volumes causing delays as well. For you order, I have confirmed stock with the vendor and I have issued a replacement on your order for item *****. Your replacement order I.D is ***********. Shortly, you will receive a return authorization letter with the mentioned exchanged order I.D in which you may disregard as this is a record on your order for the replacement we issued at no additional cost. Once the replacement order ships, a shipment confirmation with tracking will be emailed for your records. We do apologize for any inconvenience and should you have any further questions, please feel free to contact us any time, we are happy to assist. Consumer Response /* (2000, 7, 2021/12/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I am still waiting on shipping confirmation however. Still will never buy from this company again as I now have to pay additional to have the electrician come out to my house again whenever these fans show up.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased a Chandelier light order no: *********************, price was $ ********. It was shipped by Fedex tracking no: XXXXXXXXXXXX but the Fedex didn't deliver the item at my address (have ring video camera installed recording-also uploaded Nov.17th activities). According to the Fedex the item was received and signed by WEESD on 11/17/2021 at 3:09PM. There is no family member in my family with WEESD name. I have reported to the Fedex on 11/17/ 21 and also reported to the Lamp plus on 11/18 early in the morning but the Lamp plus didn't file my compliant on 11/18 after requesting multiple times they filed my complaint on 11/23 and today a customer service ******* (?) told me through Chat- The fedex closed the investigation and I should contact my Bank. You would be surprised to know sine we liked the product the same item we purchased again order no VTXXXXXXXXXXXXXXXXXXX using my working address and the item was delivered without any problem. Kindly help me to process my refund immediately. Thanks *****

  

  Business response

  01/04/2022

  Business Response /* (1000, 6, 2021/12/17) */ Hello *****, Thank you for your comments. We are very sorry to hear that you did not receive your items. Your satisfaction is our top priority and we promise to do all that we can to make sure all types of matters are resolved. This is not a common occurrence, however due to higher than normal volumes of items being shipped, issues that this may arise. After reviewing your order I do see that 11/23/21 we submitted the claim with FedEx to investigate what happened in regards to your order. As per the policy set in place by FedEx we must wait until the investigation is complete before moving forward with further actions on the order. After the investigation was complete, FedEx in this case denied the claims and as we have stated on 12/11/21, the best way to receive your money back is to file a dispute with your bank on the charges for the order. We are very sorry about this unfortunate situation. We can assure you that we have taken all the necessary steps to resolve this matter and as we must follow the policy we have with FedEx, disputing the charges is the best way to receive the refund back for the amount of the order. What I am able to offer is to discount the new order $200 as a courtesy for the inconvenience of this matter. If you accept this offer let me know and I will go ahead and adjust the order. We do truly apologize for any inconvenience this may have caused you and should you have any further questions, please feel free to contact us any time, we are happy to assist. Consumer Response /* (3000, 8, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you give me $200 for a new order I will accept it happily but the full amount needs to be returned to my credit card with out any question. I have given the Ring's video proofs also and also purchased the item second time using work address. I have purchased few more items from your company did I every file a claim? The FedEx version is not accepted and what your company has an agreement with FedEx it doesn't matter to me. I paid money for an item since you were unable to give me the item please refund the money immediately- I have reported the FedEx on Nov. 17th evening that the item has not been delivered. Please resolve the issue without creating more problems. Business Response /* (4000, 10, 2021/12/22) */ Hello ****** I wanted to reach out to you and let you know our team is reviewing your order and we will be reaching out to you shortly. Thank you for your patience while we work diligently on this matter.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 lamps on November 29, 2021 from Lamps Plus through ******. After we received the lamps 2 days ago, we changed our minds and contacted Lamps Plus for information so that we could return them. The lamps are in perfect condition and still in the original packaging. Today, we received instructions via email, advising there would be a $56.00 charge to return them ($28.00 for each lamp). We never saw this information when ordering the lamps. If we had seen that this fee would be incurred to return them, we never would have done business with Lamps Plus. This information was either not there or it was very well hidden when we ordered the lamps. I called them today to question this charge and was initially told it was a restocking fee. They then sent an email revising the reason to handling fees for their return. We wish to receive credit for the full refund for the lamps ($159.90).

  

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/17) */ Hello *****, Thank you for your comments. I am sorry to hear that there was some confusion regarding your ****** return. Rest assured we are more than happy to assist you on your order. After reviewing the lamps that were ordered, I do see that these lamps do have a return shipping charge. For items that offer free return it will be listed on the items page, if not listed items normally do have a shipping charge that is added. As a courtesy, on 12/15 I was able to redo the return RMA with two free return labels. I do see that the labels provided show that the items are on their way back to our warehouse. Once we receive the items the full refund will be processed. We do apologize for any inconvenience and should you have any further questions, please feel free to contact us any time, we are happy to assist.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 23, 2021, made online LAMPS PLUS, purchase of "Traditional, Crystal, 16 light, Chandelier, (SKU # ****** PURCHASE ORDER #: XXXXXXX. The price was $*****. plus tax, ($********), which I paid by credit card. Before I placed the order, I called Lamps Plus Customer Service dept., and specifically asked about any assembly requirements for this chandelier. She said we would only have to attach a few crystals to the arms, after the electrician had installed it in the ceiling box. Their online picture shows a complete chandelier, ready to be installed. After unpacking their box, it was shocking to find they had not shipped the chandelier we ordered, but rather a completely disassembled KIT for making a chandelier, approximately 250 parts. The electrical wiring was tied in a separate bundle. We complained to Customer Service about "the KIT", the lack of a "parts list", and no instructions. Their demands for returning the KIT were untenable. They emailed a "parts list", but their "assembly" instructions were too generic. We explained local electricians had said they lack the expertise to "make" the chandelier. We asked, and still want, Lamps Plus to pay for a local lighting company to assemble the chandelier kit to the point that it can be installed in the ceiling box by an electrician. They have not responded to this request. If BBB can and will help us, we will send you pictures of the chandelier they advertised online, pictures of all the parts in their "kit" still spread on our dining table, and copies of all the emails we have exchanged with Lamps Plus. We will provide any other information you need. Thank you.

  

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/07) */ Hello ***, I am sorry to hear that your chandelier did not arrive as expected. Your satisfaction is our top priority and rest assured we will be more than happy to assist you in resolving this matter. For all of the crystal chandeliers that we offer on our site, they all require the assembly of the crystals that hang from them. To ensure that the pieces do not come tangled or broken, each crystal piece, larger or small is packaged separately to make sure they are secure for travel from ours or the vendors warehouse, to your home. As we did state to you during your call to us inquiring about the assembly, we did state that the smaller beads as well as the larger crystals all needed to be assembled on to the fixture one by one. Along with the crystals the wires for this fixtures, to make sure they are not cut or damaged in transit are bundled together to be able to effectively and efficiently begin your fixtures install. I do see that you have requested to have us sent a third party installer to your home to assemble the fixture however, we do not offer that option; we do apologize. An option that I can offer for your order is to create a tech support with our tech team. This ticket will allow our team to give you a call and walk you and your electrician in the fixtures assembly. I do see that our team did email you the assembly sheet provided directly from the vendor that shows all the pieces and how many of each there is in the box as well as where each piece goes on the fixtures frame. If there are any missing we will be happy to also send you any needed replacements. If you would like us to set up the tech support ticket let us know and I will be happy to create it for you. We do apologize for any inconvenience and look forward to your reply. Consumer Response /* (3000, 7, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yesterday, We visited a local lighting company, and the Owner, a licensed electrician, said he will assemble the chandelier kit and properly wire it to code, so that it can be installed by an electrician in the ceiling box. His charge will depend on how many hours it takes him to assemble the kit. His charge is what we want reimbursed to us by Lamps Plus Co. We were also informed there are Federal and State laws That prohibit Retailers from selling any Electrical Products to Consumers that have not been properly wired by a licensed electrician and UL Approved. Lamps Plus Co. not only falsely advertised this chandelier light, but violated Federal and State laws by selling it to a consumer (us). None of the above was disclosed to us by Lamps Plus Co. I would not have placed the order, if I had been told the truth, when I first called their customer Rep. We will attempt to send you three pictures: The first is Lamps Plus online ad for the chandelier. The next two pictures are the "instructions" and "parts" list. As you can see, "wiring" is bundled and tied in a separate pouch. The chandelier light fixture was not properly wired. Thank you, BBB, for your help. Business Response /* (4000, 9, 2021/12/17) */ Hello ***, I am sorry to hear of the issues you are facing with your chandelier and rest assured we will be more than happy to assist you. All of our items are shipped ready to install and at times there is a need to assemble parts. The wiring should not need any specialty rewiring unless the electrical system of the home is not the standard 120v. Never the less we do apologize for the difficulties on this chandelier. Are you able to provide any photos of the what arrived for the item and the parts, so I may better assist in researching a solution to resolve this matter. I look forward to hearing from you.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a dining table on 11.1.2021. for $*******. Once my payment was completed, the Lampsplus.com website would not allow for me to log in to check the status of my order. I called several times about the matter with no resolution. The reps assured me that they'd reset some software, and promised email correspondance to allow me access to my account. They failed. I did not receive anything and called several more times. After more than a week of back and forth, I opted to cancel the order and to take my business elswhere. The rep stated that I could not cancel the order, the dining table hadn't arrived and had not yet been scheduled for delivery. I asked if I could decline delivery and the third party delivery company just return to sender. Lamps Plus denied me. I waited more than a week for the table, the delivery was unprofessional and arrived outside the delivery window. The table arrived and sat in my garage for 2 addt'l weeks awaiting pickup from Lapmsplus. I called several times in between with unprofessional empty promises regarding pickup dates and my refund status. Lampsplus finally sent the delivery company back to get the product. Within each current email correspondance, the reps push back the date they expect their return and prolong my refund even further. I did my part and just want my money back. The product was unopened and unscathed. I did not want to accept it before it was shipped. This ordeal has spanned over a month.

  

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2021/12/07) */ Hello *******, I am sorry to hear of the issues faced with your account as well as the process to return your order. Your satisfaction is our top priority and rest assured we are more than happy to assist in resolving any matter. When an item has shipped, we do normally recommend to receive the order in once delivered as it does make the return process easier and creates less of a risk for the items getting lost. After reviewing your order, I do see that on 12/3 I was able to give you a call to talk about your order and due to the inconveniences faced on the order, I was able to process your refund so you did not have to wait for the item to arrive back to us. You refund was issued on 12/3 and should have arrived to your account. It does normally take 3-4 business days for the refund to arrive. We do apologize for any inconvenience and Should you have any further questions, please feel free to contact us any time, we are happy to assist.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for three fans from Lamps Plus on June 25th 2021. I received an email on June 26th 2021 stating that my order has shipped. On July 6th my package was received but there were no fans only the extension poles that go with the fan in which I was charged $138 for the extension poles and the company then placed a $***** pending charge on my credit card. I was told the fans would be shipped in August only then to be told in August they would ship in September only then to be told him September they would ship in October only then to be told in October they would ship in November only now to be told they won't ship until January 2022. This company has had the pending charge on my card since June 26th and when I inquire about canceling the order I am now being told to order can't be cancelled. I want the order canceled and I want the $138 I paid for these extension poles that I won't be able to use because I'll never received the product. The poles are still in their original packaging so the company simply needs to send a return shipping label and have them picked up for my refund but they refuse to do that as well. Their website is very misleading telling customers that their orders will ship in 2-4 days, and then providing this lame excuse that they can't ship my fans because of the supply chain issue. At least that was the original excuse. Now as of today the excuse is they wanted to blame it on the shipping backlog that shipping wasn't an issue in August, September nor October. And I don't really see it being an issue now because none of my purchases from other vendors overseas are having this issue. They need to be reported for putting a hold on their customers credit cards for more than 30 days because they are profiting off of it and not delivering their product. They also need to be reported for providing misleading information to their customers.

  

  Business response

  11/24/2021

  Business Response /* (1000, 5, 2021/11/19) */ Hello *******, I am sorry to hear that your order is experiencing some shipping delays. Rest assured we are more than happy to assist you in resolving this matter. Due to shipping container shortages and transit delays during this time, some of our vendors are experiencing longer than normal shipping delays and restocks. For this vendor they do seem to be having some shipping and restock delays; we do apologize. I have gone ahead and submitted the urgent cancellation request to have the fans on the order cancelled and any pending authorization the order may have created reversed off your account. Once the items have been canceled you will receive an email stating the cancellation. After reviewing the order I also see that we have created the return RMA to have the downrods and slope adapter that arrived to you returned. Please use the attached free return FedEx labels attached to the RMA email that was sent to send the items back for a full refund. We do understand that these delays are very frustrating and do truly apologize for any inconvenience this delay has caused. Should you have any further questions, please feel free to contact us any time, we are happy to assist. Consumer Response /* (2000, 7, 2021/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Lamps Plus has confirmed the cancelation, and poles are being returned 11/25 for refund. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩